Go to Conversations > and click the Live Monitor tab in the menu at the top.
All agents that you have monitoring permissions for are shown in the agents panel — any agent currently on a “live call” is highlighted as Active using the status column.
To listen to a live call, click the arrow to the right of the Agent in the list to open the properties panel, details for the live call are displayed in the Summary tab. The Media Player is displayed when you listen to a call — use the Media Player features as you would within Recorded (some functions are limited).
When in the properties panel for an Active agent, perform actions like adding annotations or locking the call — see Actions.
To stop listening to a live call, either pause the call using the media player buttons, close the properties panel, or select a different agent.
Use the Search bar to search for and filter your agents.
Use the Call Records tab in the panel to view a list of that agent's previously captured calls.
